Summary: GAO studied: (1) the leading quality management experts' philosophies and principles; (2) other organizations' experience with a quality management approach; and (3) the implications of adopting a quality management approach at GAO. GAO noted that: (1) there were major, radical transformations in progressive organizations' management approaches resulting in numerous tangible and intangible benefits; and (2) many leading organizations' primary practices were applicable to GAO and offered opportunities to improve the way it serves Congress and meets the monumental challenges that face the United States. GAO provided information on: (1) the history of its interest in quality management; (2) the history of quality management in the United States and significant quality management experts; (3) leading organization's quality management practices and lessons learned; (4) the attributes of GAO organization and culture that will affect its ability to adopt a quality management approach; (5) a strategy for implementing quality management at GAO; and (6) recommended specific steps for the first phase of GAO quality management implementation.
